- From Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.
- If you're new to Knowledge, enable Knowledge by selecting Yes and clicking Enable Salesforce Knowledge.
- Click OK to continue.
- On the Knowledge Settings page, click Edit.
- Select Enable Lightning Knowledge.
- Click Save.
How to set up Salesforce knowledge?
Set Up Lightning Knowledge with a Guided Setup Flow The Lightning Knowledge setup flow is a quick way to get your knowledge base started. Whether it’s a secure customer portal, part
How to be successful with Salesforce?
- Analyze what the needs of the users are, then design, test, and develop software that meets those needs
- Design Salesforce solutions and create effective project plans. ...
- Suggest new software upgrades for the customers’ existing apps, programs, and systems
What are the uses of Salesforce knowledge articles?
- Data categories are used to indicate which contact center and business unit authored the article.
- Articles have drastically different types of content mixed together (e.g. FAQs, product manuals and install guides)
- Agents are not consistently completing all article fields.
Is Salesforce knowledge right for You?
With customer support teams feeling overwhelmed, Salesforce can help manage the high support volume and Knowledge is one of the methods. Exposing knowledge articles to your external and public users is a great way to deflect support cases from your service agents.
See more
How do I enable Knowledge in Salesforce?
Enable Knowledge UsersAt the top of any Salesforce page, click on your profile photo and then click Settings.Under My Personal Information, select Advanced User Details and click Edit.Select Knowledge User .Save your changes.
Where is Knowledge setup in Salesforce?
For more information, contact your Salesforce representative. To set up or edit your knowledge base, from Setup, enter Knowledge Settings in the Quick Find box, select Knowledge Settings, then click Edit.
How do I create a Knowledge article in Salesforce?
Create Article TypesFrom Setup, enter Article Types in the Quick Find box, then select Knowledge Article Types.Click New Article Type or edit an existing article type.Enter the information for the following fields: ... Click Save.In the Fields section of the Article Type definition, click New.More items...
What is required for a Salesforce user to create Knowledge?
Note To do more than read articles, agents need the Knowledge User license. From Setup, enter Users in the Quick Find box, then select Users. Click Edit next to the user's name or click New to create a user. If you are creating a user, complete all the required fields.
How do I enable knowledge?
Enable Lightning KnowledgeFrom Setup, enter Knowledge in the Quick Find box and click Knowledge Settings.On the Knowledge Settings page, click Edit.Select Enable Lightning Knowledge. Note To enable Lightning Knowledge, you must have one article type. ... Enable any other Knowledge settings that you want.Click Save.
How do you configure knowledge?
0:292:33How to Set Up Salesforce Knowledge - YouTubeYouTubeStart of suggested clipEnd of suggested clipStart by navigating to your service home page click on the gear icon in the top right hand corner.MoreStart by navigating to your service home page click on the gear icon in the top right hand corner. And pick service setup. Click view all in recommended setup. And scroll down to knowledge setup.
How do I use Salesforce knowledge?
12:0734:38Knowledge Base in Salesforce Lightning - YouTubeYouTubeStart of suggested clipEnd of suggested clipSo how to publish it will go back to knowledge tab either you can click on app launcher. And go orMoreSo how to publish it will go back to knowledge tab either you can click on app launcher. And go or you can click on here. And then click on knowledge. So we are navigating to knowledge tab. Now we now
How do you develop a knowledge base?
How To Create a Knowledge BaseIdentify the Purpose / Need of your Knowledge Base. ... Define the Core Elements Of Your Knowledge Base. ... Prepare Your Knowledge Base Structure. ... Prepare Content for Your Knowledge Base. ... Organize Knowledge Base Content. ... Write New Articles for Your Knowledge Base. ... Optimize Your Knowledge Base For SEO.More items...•
How do I enable knowledge in Salesforce Classic?
The Knowledge User checkbox is in the second column of the User Detail section. To enable Salesforce Knowledge, from Setup, enter Knowledge in the Quick Find box, then select Knowledge Settings. Confirm that you want to enable Salesforce Knowledge and click Enable Knowledge.
How do I assign a knowledge license in Salesforce?
Note To do more than read articles, agents need the Knowledge User license.From Setup, enter Users in the Quick Find box, then select Users.Click Edit next to the user's name, or click New to create a user.If you are creating a user, complete all the required fields.Select Knowledge User.Click Save.
What is Salesforce knowledge base?
Salesforce Knowledge base is an effective knowledge management system that helps solve issues or answer questions of external customers as well as internal employees, by using articles. In the same way, public knowledge base helps the guest users to find the related articles through the community sites.
Is knowledge an object in Salesforce?
The Knowledge object model is slightly different from other feature areas because it exposes a set of abstract Salesforce objects that aren't directly used when you create articles. These abstract objects then contain concrete derivations that you do use when creating articles.
What is Salesforce Knowledge Base?
Salesforce Knowledge gives you the ability to build out a comprehensive Knowledge Base ( KB) inside of Salesforce to service your internal agents, partners and customers. A Knowledge Base is simply a collection of articles with relevant information about your products and services, to encourage a self-service model for your customers ...
What is the knowledge lifecycle?
The Knowledge Lifecycle is cyclical and stresses continuous improvements to content. To support the Knowledge Lifecycle, Lightning Knowledge has version control, which is a new feature from the Classic model.
What is Lightning Knowledge?
The Lightning Knowledge data model is very different from the Classic Knowledge data model, so the access is also fairly different . In Lightning Knowledge, all articles are on a single Salesforce object called Knowledge (Knowledge__kav) by default (you can actually rename if you want, not just relabel!)
Can you approve articles in Salesforce?
As with most Salesforce objects, you can create an approval process for articles. This is invaluable for controlling what content is published, especially if you have a public knowledge base and need to screen content for customer-facing articles.
Count and Assign Licenses
Maria gets ready to purchase licenses for Lightning Knowledge. First, she has to figure out who needs them. Everyone including the office dog, Sunny? She researches further. It looks like Sunny and most of the agents don’t need licenses right away, because they read articles. They don’t create them.
Enable Knowledge
Maria needs to enable Knowledge for Ursa Major so she and Ada can start turning their plans into reality. She knows that once Knowledge is enabled, she can’t turn it off later. She gets to work.
Go with the Flow
Maria discovers that she can use the Knowledge Setup Flow to automatically enable Knowledge, assign licenses to article authors, and set up data groups and categories. She wishes she’d found out about this easy time-saving tool before she enabled Knowledge and assigned a license to Ada.
Create Articles
Everything is set up and Ada’s ready to create her first article, a question from her FAQ. It’s the first of many, and she wants to make sure that she gets it right. Let’s follow Ada as she creates her first article.
What is a knowledge base?
A comprehensive knowledge base empowers customers to find the information they need quickly. It may include frequently asked questions (FAQs), user forums, a glossary, troubleshooting, how-tos, articles, case studies, and even cover common issues and offer step-by-step guidance. And since customers help themselves, agents are able to devote their time to more complex issues rather than repeat issues.
Why is knowledge base important for self service?
Building a knowledge base for customer self-service is a smart investment. Besides satisfying customers and ramping up efficiencies for your company , your knowledge base also attracts new visitors to your site. Impress them with your content to build relationships and revenue.
How to set up a taxonomy for a business?
As you plan your content, take the following steps: Organize the content into groupings, such as the most popular topics. Link pieces that are related or offer additional relevant information. Determine how your content will grow or change over time.
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Can internal users read knowledge articles?
Create and manage a knowledge base with your company information, and securely share it when and where it’s needed. By default, all internal users with read permissions, can read knowledge articles. But in order to publish, archive, delete, and manage articles, you need additional permissions.
Can you import knowledge articles into Salesforce?
Once you have implemented Salesforce Knowledge, you may also want to import articles rather than creating it manually in Salesforce. Importing knowledge articles is not as staightforward as importing records in standard/custom objects. But don’t worry.
1. Knowledge Basics for Salesforce Classic
Enable Knowledge: A prerequisite for accessing Knowledge is to assign a Knowledge User license to yourself. -> To activate Salesforce Knowledge, go to Setup, type Knowledge in the Quick Find box, and click Knowledge Settings. Next, confirm your want to enable Salesforce Knowledge by clicking Enable Knowledge.
2. Knowledge Basics for Lightning Experience
Lightning Knowledge has a new feature than the Classic model, which is version control. Each article will be assigned a Version number, and if you need to make changes to an already published piece, you modify it as a new version and then publish it as new.
3. Step by Step Guide for Knowledge Implementation
Configure Knowledge Settings: Under Knowledge, Knowledge Settings, Click Edit and enable Lightning Knowledge.
Key Points – What You Need to Know
Content Management
Channels
- Once you have your articles published, you have several channels to share them with. These channels are like audiences for your content — Internal users, Partners, Customers, and the general Public.
Approval Processes
- As with most Salesforce objects, you can create an approval process for articles. This is invaluable for controlling what content is published, especially if you have a public knowledge base and need to screen content for customer-facing articles. The approval processes for knowledge articles work more or less like any other, but there are special approval actions that a…
Knowledge Features
- Ratings
One feature of Salesforce Knowledge is the ability to let your users rate the content. In Classic Knowledge this was always a 1-5 star rating, but in Lightning Knowledge it’s a simpler thumbs-up or thumbs down rating system. (When migrating, 3,4,5 stars are converted to thumbs-up and 1,2 … - Data Categories
One of the critical features of Salesforce Knowledge is Data Categories and Data Category Groups. These are two major functions — article organization and article access. Data Categories allow you to organize your article content in a hierarchical way. They can also be grouped into D…
Topics
- Adding topics to articles lets you easily classify them based on content and provides easier searching within your knowledge base. Think of these like keywords. A single article can have a multitude of topics assigned depending on the content. (Just don’t over-assign topics because then searches could return irrelevant results). Topics are different from Data Categories in that t…
Case Deflection
- With customer support teams feeling overwhelmed, Salesforce can help manage the high support volume and Knowledge is one of the methods. Exposing knowledge articles to your external and public users is a great way to deflect support cases from your service agents. A robust knowledge base will empower your customers to self-service rather than flooding your case queue with que…
Using Apex with Knowledge
- One final important feature of Knowledge is that it can have Apex triggers and be accessed through Apex code. In fact, there are standard apex classes relating to knowledge management that can be called in Apex for publishing, archiving, searching, and more. In Classic Knowledge this was more restrictive, but the Lightning Knowledge data architecture change included these …
Keep Learning!
- Lightning Knowledge is just one facet of the Lightning. To learn more about the Lightning Experience you can check out some webinars and other blogs on the topic! Why Lightning? Why Now? Lightning Experience is the next generation of Salesforce. Take advantage of the new features in Lightning and learn why now is the right time for Salesforce Lightning. Become a Ma…